This Master Sticky is meant to serve as an information centre where members new and old alike can come to find answers to a myriad of questions about the airline, Aeroplan and forum organization. It isn't meant to be an exhaustive dissection of every possible topic that relates to the airline & the loyalty program but more of an introduction to both.

Before we begin a few ground rules about participating in the forum:

What topics belong:

•Topics related to Air Canada flights and the broader Air Canada experience. In addition to topics about the airline itself, other "on topic" areas include operational issues that impact travel on Air Canada. Airport strikes, delays due closed runways, weather issues, baggage issues, or any other issue that impacts travel on Air Canada.

•NEXUS: Note that the NEXUS Information thread has been relocated to the new Trusted Traveller forum on FT and can be found here.

•Other Canadian Airlines: Threads on these topics should be posted in their appropriate forum. For Westjet please use the Westjet forum. Porter, First Air and other Canadian airlines should be posted in the Other North American airlines forum.

•Related to Canada, but not Air Canada or Aeroplan or the exceptions outlined above will be moved to the Canada forum. Examples would include threads general questions about Canada, immigration issues, and "off topic" Canadian topics such as CBC Mini Series, "Deals of the Day", best way to get from the airport to downtown, restaurant recommendations while passing through specific Canadian airports, baggage storage, meeting points, etc.

•Threads that are not Canadian will be moved to the best home on FT. These would include Star Alliance Threads, threads about UK, France, Other Airlines (United, US Airways, Continental, etc)

We would encourage you to seek the answers by searching before creating a brand new thread as it may be a topic that has come up previously. Taking this step helps the forum run smoother with less duplicate threads and makes finding the answer easier for the next person.

We also ask you to use the “Report Bad Post” icon, which is the red triangle in the lower left of each post, to bring to the forum moderators attention any post or thread you feel is inappropriate for tone or location rather than responding directly.

As always this will be a work in progress and the Moderators will use their best judgment in making a move. If you feel we’ve made a mistake, please let us know via PM or Email and we'll be happy to explain the thought process and will reconsider if a mistake is made.

Members are encouraged to contact by PM either forum moderator if they have corrections, updates or FAQ suggestions.

PLEASE NOTE: This new FAQ has a few upgrades and imbeded hyperlinks in the images which users can click on to take you right to the applicable portion of the website on that topic. Traditional hyperlinks will be included for those users who have not enabled images.

tcook052
Air Canada Forum Moderator

With thanks to Skofarrell and seanthepilot for original version of this introduction

Aeroplan was created in July 1984 by Air Canada as an incentive program for its frequent flyer customers. From its creation the Aeroplan program creation were fully integrated with those of Air Canada until 2002 when it was spun off as a wholly owned subsidiary of Air Canada. More recently Air Canada sold a portion of its ownership and the program has become part of a larger loyalty management business which was rebranded in 2011 as Aimia.

How the program works:

Members collect Aeroplan either by flying or through its various retail partners. Miles are accumulated in each member’s account and remain valid indefinately.

Aeroplan also has a one year inactivity clause that means you must have at least one mileage credit or redemption with a 12 month period or the account may be closed and the accumulated miles forfeited. This period is 36 months for members living outside Canada.

On 27th June Aeroplan unveiled it's own tired recognition program called Distinction that goes into effect as of 1st January, 2014 based upon the miles collected during calendar 2013. This program is separate from Air Canada's own elite frequent flyer recognition program known as Altitude which is described in more detail in post #6 of this thread.

Among the key changes announced as part of the Distinction launch is the removal of the previous 7-year expiry of accumulated miles, move to "Market Fare" flight rewards which will replace ClassicPlus Flight Rewards, adjustment to 50% of the roundtrip award for one way award tickets and mileage levels for certain international routes (to/from North America to Australia, New Zealand & South Pacific; Middle East and North Africa; and Asia) for business and first class ClassicFlight Rewards will increase.

-you are moved to a seat different than the one you selected due to an involuntary schedule or airport change (e.g. flight disruption, cancellation). Contact Air Canada Refund Services.
-you decide not to travel on your selected itinerary and you paid for Tango standard seat selection. The value of your Tango standard seat selection charge will be retained and can be applied towards seat selection on a future Air Canada itinerary.

The Aeroplan Miles you earn on eligible Star Alliance member airlines flights will also count as Air Canada Status Miles qualifying you for Air Canada Top Tier status but note that not all booking classes earn full miles as some may only earn partial miles and others none at all. It is up to the passenger to ensure if they want to earn full Aeroplan credit that they double check the fare basis does earn mileage credit.

The 2012 Star Alliance Reference Guide contains a useful chart that will help highlight the various partner booking classes and how they vary:

The Minimum Air Canada Flight Requirement needed to reach Altitude status for 2016 is increasing. The Minimum Air Canada Flight Requirement refers to the minimum number of Altitude Qualifying Miles or Altitude Qualifying Segments that must be flown on flights operated by Air Canada, Air Canada Express and Air Canada rouge in order to reach any Altitude status level.

500 Mile Minimum

The 500 Mile Minimum privilege will no longer be in effect. For travel from March 1, 2015 all Altitude members will earn a minimum of 250 miles for flights operated by Air Canada, Air Canada Express, Air Canada rouge and Star Alliance™ member airlines.

eUpgrades to Business Class

For eUpgrade requests made on or after March 1, 2015, the number of eUpgrade Credits required to upgrade will be increasing. Furthermore, the number of eUpgrade Credits Altitude members can earn through Threshold eUpgrades is changing.

Effective March 2014, certain Altitude members will see the introduction of eUpgrade Add-ons. eUpgrade Add-ons are a supplementary payment, in addition to the required number of eUpgrade Credits that will apply as follows:

•eUpgrade Add-ons will apply for Altitude Prestige 25K, Elite 35K, Elite 50K and Elite 75K members. Add-ons will also apply to the upgraded travel companions of members who hold one of those Altitude status levels. Add-ons will not apply for Super Elite 100K members or their companions.

•eUpgrade Add-ons will apply only for travel on longhaul, international flights. Specifically, add-ons are applicable for travel between Canada and Europe, the Middle East, Asia, Australia and South America. Add-ons will not apply for travel within North America, including Sun destinations.

•eUpgrade Add-ons will apply to upgrades from Flex fares. Add-ons will not apply to upgrades from Latitude or Premium Economy fares.

•eUpgrade Add-ons will not change how you request an upgrade. As today, you will continue to be able to request an upgrade at aircanada.com/upgrade, through Air Canada Reservations or with an agent at the airport. Where applicable, however, you will be required to provide a credit card in order to pay for the add-on. Note that the credit card will only be charged if your upgrade is successful, and all charges will be processed in Canadian Dollars (CAD).

•eUpgrade Add-ons will vary by market. The rate you pay will include any applicable taxes, and will be priced as follows:
◦Between Canada and Europe, the Middle East & South America: $500
◦Between Canada and Asia & Australia: $750

Other changes to eUpgrades

Also beginning in March 2014, a few additional changes to eUpgrades will take effect:

•The eUpgrade Travel Companion benefit will be expanded, and will replace eUpgrade Nominees. On the day of departure, all Altitude members will now be able to upgrade one companion who is not travelling on the same reservation, as long as they are traveling on the same flight. This will give members more flexibility when upgrading companions who may not be traveling on the same reservation as them.

•Altitude Super Elite 100K members will retain 2 eUpgrade Nominees. This will be in addition to the new expanded travel companion benefit.

•eUpgrades with Aeroplan ClassicFlight Rewards will no longer be available. This benefit, currently exclusive to Super Elite 100K members, will be removed.

Discussion thread for these earning & eUpgrade changes is in this thread.

Air Canada eUpgrade Credits allow you to enjoy the comfort of our Executive cabin, especially if you're traveling on an intercontinental flight featuring our Executive First Suites, which are complete with lie-flat beds, multi-course meal service and personal touch-screen TVs with hundreds of hours of on-demand entertainment. Your eUpgrade Credits are deposited directly to your eUpgrade account soon after you qualify for them, giving you access to them at all times through aircanada.com.

Altitude members will benefit from the same eUpgrade Booking Window as they do today, and eUpgrade Add-ons will not apply for eUpgrades to Premium Economy.

Requesting an eUpgrade to Premium Economy

As an Altitude member, you will continue to be able to request your upgrades:
•through your eUpgrade account,
•by contacting Air Canada Reservations or
•with an Air Canada agent at the airport.

Note that eUpgrades to Premium Economy will not be available when checking in online, via your mobile device or at airport self-service kiosks.

Itineraries with flight connections

If you request an upgrade for one cabin (i.e. entirely in Premium Economy or Business Class) for an entire one-way itinerary that contains flight connections, you will continue to be charged the lesser of the number of eUpgrade Credits required for an upgrade between your origin and destination, or the sum of the number of eUpgrade Credits required per flight segment, as is the case today.

However, if you request your eUpgrade for different cabins for connecting flights on a one-way itinerary, you will be required to make separate eUpgrade requests and the requirements for each of your flights will be assessed separately.

Availability and seat allocation

You will always be given the ability to sit in the best available seat. Should you originally request an upgrade to Business Class but do not receive an upgrade, you will automatically be placed on standby for Premium Economy and offered a seat based on availability.

As of January 1, 2014 will require only 50% of the miles needed for round-trip flight rewards

Additional Information

Market Fare Flight Rewards

When you need options beyond our ClassicFlight Rewards, Market Fare Flight Rewards offer you greater availability on flights operated by Air Canada, Air Canada Express and Air Canada rouge at variable mileage levels.

Market Fare Flight Rewards are derived from market fares at the time of booking and the conversion of these fares into mileage levels. Mileage levels are influenced by a number of factors that fluctuate including destination, time of booking, time of travel, demand, and the conversion of fares into miles.

Infant Flight Rewards

Redeem your miles or pay a flat fee for an infant flight reward. Whatever you choose, your mileage redemption or flat fee will be the same across infant ticket travel zones:
◾ Economy Class - $50 or 5,000 Aeroplan Miles
◾ Business Class - $100 or 10,000 Aeroplan Miles
◾ First Class - $125 or 12,500 Aeroplan Miles
To book your infant flight reward or get more information, please call the
Aeroplan Contact Centre: 1-800-361-5373

Around the World Reward
◾ Economy Class - 200,000 Aeroplan Miles
◾ Business Class - 300,000 Aeroplan Miles
◾ First Class - 400,000 Aeroplan Miles
◾A maximum of five stopovers and one open jaw are permitted per reward on allowable routings.
◾A maximum of one stopover is permitted in any one city.
◾Travel must commence from and return to the same country, and return cannot go beyond the point of origin.
◾Must include one transatlantic and one transpacific crossing.

As an Altitude Super Elite100K, Elite75K and Elite 50K member, you may extend your priority baggage handling privileges to your spouse, common-law or same-sex partner, dependent children under age 21, and one travel companion, provided your guests check in at the same time as you and are travelling on the same Air Canada flight. Please have your Aeroplan number handy in the event you are asked to present it.

*Does not apply if you are travelling with an Aeroplan ClassicFlight Reward or if the first flight in your itinerary is not operated by Air Canada

Air Canada's Concierge Agents offer you personalized and dedicated service in 33 airports around the world.

In most airports, our Concierge Agents are easily recognizable with their distinctive black uniform and Concierge identification tags. They are conveniently stationed around International Business Class check-in areas, departure gates and Maple Leaf Lounges.

Eligibility

Altitude Super Elite 100K members and customers travelling in International Business Class can enjoy exclusive dedicated service in 24 airports around the world from more than 150 carefully selected Concierge Agents, all of which are specially-trained in service oriented skills such as guest management, cultural diversity, building customer relationship and creative problem solving.

Services

Our Concierge Agents are available to assist you with:
•Travel and airport related matters;
•Special requests, such as hotel or restaurant reservations, special in-flight meals and entertainment; and
•Additional support if ever your travel plans are disrupted.

And because they enjoy a direct link to concierge guilds in cities around the world, Concierge Agents are able to assist premium customers with ticketing, connections, upgrades and baggage handling.

Concierge Agents are also immediate resources for personal needs and last-minute arrangements, such as hotel and restaurant bookings, theatre ticket reservations and limousine service or any other special needs Altitude Super Elite 100K and International Business Class customers may have.

Air Canada is a corporate member of Les Clefs d'Or Canada.

Les Clefs d'Or Canada Logo Joining Les Clefs d'Or Canada, whose motto is 'service through friendship', has opened up a world of contacts for our Concierge Agents.

As Professional Affiliate members along with 4,000 hotel concierges in 32 countries worldwide, accurate information on major cities around the globe is always just a phone call way.

Code sharing refers to a practice through which a flight operated by one airline is jointly marketed as a flight by one or more other airlines. Through our codeshare partnerships, we place our designator code (AC) on flights operated by our codeshare partners, which allows us to provide you with worldwide services through an extensive network of convenient flight connections.

Interline partnerships allow two or more airlines to issue tickets on behalf of each other, while retaining the designator code of the other airline. Their purpose, again, is to facilitate travel for customers by allowing them to travel across the networks of multiple airlines with a single reservation in order to reach their final destination.

What does this mean to me, the customer?

When checking in with one of our codeshare or interline partners sold on aircanada.com, you may see differences in checked baggage fees as well as in optional service and other charges. Each airline also has its own terms and conditions of carriage. It is therefore important to familiarize yourself with the operating carrier's terms and conditions, including those regarding:

When you are selecting flights for purchase on aircanada.com, a number appears next to all flights which are operated by a codeshare or interline partner. The number refers to an ‘Operated by’ note which appears at the bottom of the page and indicates which carrier is operating the flight. Here are two examples, one of a codeshare flight, the other of an interline flight:

OnBoard Café is available in Economy Class on most flights of 90 minutes or more
and offers a variety of snack items on flights between 90 minutes and 2 hours and
a fresh selection of meal items on flights of 2 hours or more*.

* Meal items are not available for purchase on flights departing after 10pm. However, a selection of beverages and snacks is offered on these flights.

Opt in to the Air Canada Stopover program at least 96 hours prior to your trip: At time of booking:
Select the Air Canada Stopover option from the travel options offered to you after you have made your flight selection.
If you have already completed your booking:
Go to the Manage my Bookings page, retrieve your flight booking and, if eligible (view "Eligibility" below), you will find a link to opt in to the Air Canada Stopover program.
Book your hotel at least 96 hours prior to your arrival in your connecting city (Toronto, Montreal or Vancouver) Enter the Air Canada booking reference number and passenger last name
Select the hotel of your choice

Eligibility:

The Air Canada Stopover option is offered for: tickets for flights purchased at aircanada.com
bookings completed at least 96 hours prior to flight departure;
Air Canada-coded flights operated by Air Canada and Air Canada Express flights operated by Jazz, Sky Regional, Air Georgian Ltd. and Exploits Valley Air Services Ltd.;
itineraries that include at least one city outside Canada and the U.S. as well as a connection in Toronto, Montreal or Vancouver of over 6 hours;
round-trip and one-way bookings only (multi-city bookings are not eligible)
Business Class, Premium Economy, Latitude, Flex and Tango fares.
Note: you must be 21 years of age or over to check in at most Canadian hotels.
Flight cancellations:
If your flight has been cancelled, you are no longer eligible for the Air Canada Stopover program. You must retrieve your booking online and cancel your hotel reservation prior to 16:00 (4PM EDT) the day of hotel check-in.
Any credit card payments associated with your reservation will automatically be refunded to the original form of payment once you have cancelled your hotel reservation.